Manager Tools: Accepting an Apology

work

http://www.manager-tools.com/2006/10/accepting-an-apology

Mindset:

  • Offense is OVER.
  • Don't judge on the previous behavior. -- simply genuinely accept the apology.
  • Accepting apology is NOT forgiving, excusing or reconciling.
    • Accepting apology is not alleviating the person from their own mistakes.

Steps:
1. Stop what you are doing.
2. Look into his/her eyes.
3. Don't interrupt.
4. Say Thank you.
5-a. (personal offense) nothing happens. (Put the incident behind you)
5-b. (business offense) how can I help? (Now, we are working on the solution.)